PATIENT ACCOUNTS REPRESENTATIVE

Valor Health; Emmett (ID); On-site; USD 38,000 - 56,000; Full time

Job summary

Valor Health in Idaho is seeking a Patient Accounts Representative in the Business Office to manage patient accounts, coordinate collections, and assist patients with financial aid programs. This role aims to ensure a compliant, positive patient financial experience and contribute to timely balance resolution.

You will contact patients, establish payment plans, explain charges, screen for financial assistance, and use Cerner billing systems while maintaining confidentiality.

Qualifications

• High school diploma or equivalent required.
• Experience in hospital or physician office business office, medical billing, or collections preferred.
• Strong customer service and communication skills (verbal and written).
• Ability to handle sensitive financial conversations with professionalism and empathy.
• Strong organizational skills and attention to detail.
• Ability to prioritize tasks and work in a fast-paced environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience with EHR or billing systems (Cerner preferred).
• Bilingual (Spanish) preferred but not required.
• Ability to work independently and as part of a team.
• Ability to flex schedule based on workflow needs.

Responsibilities

• Manage assigned self-pay patient account caseload and work queues.
• Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
• Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
• Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
• Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.
• Screen patients for financial assistance eligibility.
• Educate patients on available financial assistance programs and payment options.
• Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
• Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.
• Provide professional, compassionate, and solution-oriented service to patients and guarantors.
• Address patient inquiries regarding billing, payments, and financial options.
• Maintain confidentiality and discretion in all communications.
• Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
• Ensure compliance with fair billing and collection practices, including pre-collection screening requirements.
• Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.
• Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
• Update patient demographic and financial information as needed to ensure accurate billing and communication.
• Meet established productivity and performance benchmarks, including: Accounts worked per day, Outbound call activity, Cash collections, Payment plan setup rates, Financial assistance application support.
• Participate in department meetings, training, and quality improvement initiatives.
• Maintain effective working relationships with patients, staff, and other departments.
• Perform other duties as assigned.

Skills

Customer service

Communication

Cerner EHR

Microsoft Office

Medical billing

Spanish language

Education

High school diploma or equivalent

Tools

Cerner

Job description

Position Title

Patient Accounts Representative

Department

Business Office

Supervisor's Title

Business Office Manager

Position Summary

The Patient Accounts Representative is responsible for managing patient account resolution by coordinating collections, establishing payment plans, and assisting patients with financial assistance programs. This role ensures a positive and compliant patient financial experience while supporting timely and accurate resolution of outstanding balances.

Principal Functions And Responsibilities

• Patient Account Management & Collections
  • Manage assigned self-pay patient account caseload and work assigned account queues efficiently and accurately.
  • Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
  • Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
  • Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
  • Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.
• Financial Assistance Support
  • Screen patients for financial assistance eligibility in accordance with Valor Health’s Financial Assistance Policy (FAP).
  • Educate patients on available financial assistance programs and payment options.
  • Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
  • Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.
• Customer Service & Patient Experience
  • Provide professional, compassionate, and solution-oriented service to patients and guarantors.
  • Address patient inquiries regarding billing, payments, and financial options.
  • Maintain confidentiality and discretion in all communications.
• Compliance & Process Improvement
  • Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
  • Ensure compliance with fair billing and collection practices, including pre-collection screening requirements.
  • Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.
• Systems & Documentation
  • Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
  • Update patient demographic and financial information as needed to ensure accurate billing and communication.
• Performance Expectations
  • Meet established productivity and performance benchmarks, including:
  • Accounts worked per day
  • Outbound call activity
  • Cash collections
  • Payment plan setup rates
  • Financial assistance application support
• General Responsibilities
  • Participate in department meetings, training, and quality improvement initiatives.
  • Maintain effective working relationships with patients, staff, and other departments.
  • Perform other duties as assigned.

Qualifications

Position Qualifications / Requirements

Minimum Education

High school diploma or equivalent

Preferred Experience And Skills

• Experience in hospital or physician office business office, medical billing, or collections
• Experience with patient financial assistance programs preferred
• Strong customer service and communication skills (verbal and written)
• Ability to handle sensitive financial conversations with professionalism and empathy
• Strong organizational skills and attention to detail
• Ability to prioritize tasks and work in a fast-paced environment
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Experience with EHR or billing systems (Cerner preferred)
• Bilingual (Spanish) preferred but not required
• Ability to work independently and as part of a team
• Ability to flex schedule based on workflow needs

Work Environment

Working Conditions

Primarily office environment with direct patient interaction. May involve exposure to typical healthcare settings.

Physical Requirements

Standing, walking, bending, stooping, sitting, hand-eye coordination, and verbal communication.